An excellent customer experience is at the core of what we do. That's why, during National Customer Service Week 2026, we're launching our new Customer Charter.

At Registers of Scotland, we help protect property ownership and maintain important registers that people across Scotland rely on every day.

We know that you want our services to be clear, reliable and easy to use. If you do need to contact us, we know that you want that process to be simple and successful too.

What you can expect from us

Our Customer Charter sets out the standards you can expect from us - and demonstrates our commitment to providing excellent customer service.

It reflects what you’ve told us matters most:

• getting things right first time
• clear communication
• fair and consistent service
• being available when support is needed

It also strengthens our commitment to transparency by setting out how we'll report on our performance. This means you can see how we're doing and hold us accountable for the promises we make.

How we developed our charter

The charter has been shaped by the people who use our services and the colleagues who deliver them.

Over the past year, we’ve gathered feedback from customers to better understand what matters most when interacting with us. We’ve combined this with insight from colleagues across Registers of Scotland, who helped identify the commitments and service standards that would have the greatest impact for customers.

This means the charter reflects both customer expectations and our ambition to provide the best public service for Scotland by 2030.

Looking ahead

Launching the charter during National Customer Service Week provides an opportunity to recognise the importance of excellent customer service and to reinforce our commitment to meeting the needs of the people who use our services.

We hope that the charter helps you to better understand our service commitments and how we're continually looking to deliver better outcomes for our customers.

The charter is not intended to be a static document. We’ll continue to listen to customer feedback, measure our performance against our commitments, and review the charter regularly to ensure it remains relevant and meaningful.

We welcome your feedback as we continue to improve our services.